Resident Relations Manager

Job Description

Job Description

Job Description

Tampa Housing Authority

Resident Relations Manager

Department: North Tampa Housing Development Corporation Date:

(NTHDC)

Reports To: Assistant Director – NTHDC FLSA: E

Summary

The Resident Relations Manager is responsible for overseeing the Resident Relations Center to ensure compliance with HUD ACC requirements and NTHDC operational standards. This position supervises a team of Resident Relations Specialists who handle inquiries from residents, external clients, and elected officials. The Manager ensures timely and accurate responses, maintains quality standards, and serves as the primary liaison for resident relations activities.

Essential Job Functions

1. Operational Oversight:

1. Manage daily operations of the Resident Relations Center in alignment with HUD ACC and NTHDC procedures.
2. Ensure adherence to timelines for responding to inquiries, including life-threatening and non-life-threatening issues, as outlined in the ACC and operations manual.
3. Maintain tracking systems for inquiries, responses, and corrective actions; ensure accurate reporting in iREMS and internal software systems and produce reports for the monthly invoice.

2. Supervision & Leadership:

1. Supervise Resident Relations Specialists, providing guidance, training, and performance feedback.
2. Monitor workload distribution and ensure compliance with Acceptable Quality Levels (AQL).
3. Review closed files and associated documentation for completeness and accuracy.

3. Quality Assurance & Compliance:

1. Ensure all inquiries are processed according to HUD and NTHDC standards.
2. Monitor and report on key performance metrics, including response times and resolution rates.
3. Submit monthly tracking logs and summary reports to HUD as required.

4. Communication & Stakeholder Engagement:

1. Serve as the point of contact for escalated inquiries from residents, external clients, and elected officials.
2. Communicate effectively with owners/agents, residents, and HUD representatives regarding inquiries and resolutions.
3. Represent NTHDC at meetings, conferences, and community events related to resident relations.
4. Supervise Resident and Industry Relations Coordinator, providing guidance, training, and performance feedback.

5. Process Improvement:

1. Identify operational gaps and recommend improvements to enhance service delivery.
2. Collaborate with other internal stakeholders to streamline communication and reporting processes.

Knowledge, Skills, and Abilities

1. Strong understanding of HUD PBCA ACC requirements and resident relations procedures.
2. Leadership and supervisory skills with experience managing resource center or customer service teams.
3. Excellent communication and conflict resolution skills.
4. Proficiency in iREMS, CATS, and Microsoft Office Suite.
5. Ability to manage multiple priorities and meet strict deadlines.

6. Strong communication and collaboration skills for cross-functional projects.

7. Detail-oriented with excellent problem-solving abilities.

8. Ability to manage multiple priorities in a fast-paced environment.

9. Ability to provide information in a courteous diplomatic manner.

10. Ability to multi-task and be self-motivated.

11. Skill and proficiency in the use of proprietary software for ACC tasks.

12. Ability to communicate effectively, both orally and in writing.

13. Ability to travel (up to 10%).

Minimum Qualifications

Bachelor’s degree in Public Administration, Communication, Business, or related field.

Minimum of 5 years’ experience in housing compliance, resident relations, or call center management, with supervisory experience. Familiarity with HUD programs and PBCA operations strongly preferred.

Valid Florida Driver’s License and insurability under agency policy.

Other: Valid Florida Driver’s License; Insurable under the agency’s insurance policy.

This job description should not be interpreted as all-inclusive. It is intended to identify the major responsibilities and requirements of this job classification. All incumbents may not perform all of the job duties listed, and some incumbents may perform some duties which are not listed, and incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this description.